InBox

Our call for reader complaints about their broadband connections met with an overwhelming response. The most common complaint Inbox received was about readers' inability to get the advertised download speed of 3.5 megabits per second, or anything near.

Telecom's main system is fully capable of 3.5 megabits, but subscribers have problems the farther they are from a telephone exchange. To serve broadband customers that are more than 4km away from an exchange, Telecom uses a cost-effective Conklin or Mini DSLAM connection device. In a perfect scenario these devices are providing speeds of up to 1.9 megabits, the company says. In effect, customers more than 4km away from an exchange cannot currently get speeds higher than 2 megabits. All the advertising for the 3.5 megabit speeds contains the provision that the customer must be in a capable location, so be sure to get an assurance - preferably in writing - with your internet service provider before you sign up.


Readers are also complaining of speeds slowing down during peak evening hours.

Once again the problem doesn't seem to be with the main system. Variables such as how many users are on a single DSLAM can be fixed, but only after a connection-by-connection check. An Xtra spokesperson said a check is under way for all the ISPs' peak-time broadband connections. The process will take about two months and should resolve most speed issues experienced by customers, she said. All other providers will have access to these figures, though several say they have not yet begun to receive them. If slowdown is an issue for you, call your ISP help desk for an explanation. They will identify a reason or solution.


Andrew supplied some very slow test results - a download speed of 116 kilobits and an upload of 82 kilobits.

That would probably be the result of a poor contention ratio - or how many users are sharing one connection - which Telecom says it has been addressing with urgency. The company says its new way of evening out the flow among users, which should be implemented soon, will be a better way to manage traffic and should result in more reliable speeds for all users. In Andrew's case, a call to the help desk should help put some priority on getting his connection analysed.


Jason says his Quicksilver account, which offers an upload speed of 512 kilobits, is running at only 128 kilobits. He was getting more than 400 kilobits for the first two weeks, but it has slowed down since.

Call the ISP and ask the provisioning team to double check the connection. It sounds like the system connection has mistakenly been reset to the standard 128 kilobit option.

Almost all broadband issues can be resolved. New plans bringing new users online are exaggerating problems temporarily and patience is needed while each problem is resolved by the ISP provisioning teams. Outlandish claims of New Zealand having a third-world system are grandstanding - the system works for the most part and it reaches almost every home in the nation, albeit a little slow for some. Telecom says it is installing a fibre cable down the centre of the North Island, which should soon help many localities in the centre and lower parts.

It also says many projects have recently been completed around Auckland to strengthen future systems.

Current frustration is a speed bump on the internet highway that will last a short time in the big picture.

Upgrading systems to ADSL2+, which will provide top speeds of 24 megabits, will be the next hurdle and customer expectations are likely to once again far exceed system capabilities for a time.